Smiling with your eyes.
The new face of customer service.

Are you faced with the challenges of restarting your business?

Luminary Learning Company is offering a new way to illuminate your customer + employee experience that will ensure that your employees feel safe and set up for success while at work. Our priority is to educate and responsibly protect the health of your entire workforce so they can deliver an experience where your customers feel safe, recognized and valued.

Why do you need Luminary Learning Company?

  • You are faced with the challenges of restarting your business under evolving COVID-19 protocols and service standards

  • Support bringing the new COVID-19 mandates and protocols to life, in a genuine and caring way

  • Assess and ensure compliance

  • Training on how to connect with guests, emphasizing importance of thoughtful, anticipative service during this sensitive time

We are committed to investing in your vision, your employees and your customers, which will ensure that your revenue thrives, your employees stay, and your customers come back.

Spanish flu era employees being treated with oranges

 Restart Training + Consulting

We recognize the unique challenges faced by businesses, tourism and hospitality organizations in maintaining healthy and safe workplaces, while balancing the needs of customers and employees.
Our three-step process is focused on the training and compliance of business cleaning practices, service interactions, and workplace protocols, while ensuring transparency and care throughout the customer journey. Our workshops can be facilitated virtually or on-site.
Past pandemic women working in masks
 

Creating a Safe Customer Experience

Even from a distance, you can still see a smile.

This workshop will be carefully tailored around your needs. Your team will acquire advanced service behaviours that will ensure they connect to your customers in a genuine and caring way, while complying with COVID-19 safety protocols. The training will emphasize the importance of thoughtful, anticipative service delivery that leaves your customers feeling safe, recognized and valued.

 
Past pandemic woman working at a typewriter in a mask
 

Overcoming Difficult Customers + Situations Workshop

Your customer facing service providers are encountering very difficult challenges like never before. Situations that can possibly threaten the mental and physical health of your employees.

Utilizing the Luminary Learning Company recovery model, your team will become equipped with easy to follow de-escalation techniques that will strengthen their confidence, and support them to engage in safe, caring, solution-based interactions while upholding new occupational health + safety protocols.

 
Past pandemic barbers cutting hair in masks
 

Welcoming Back New + Returning Employees

It’s time to turn delight back on, and welcome new and returning team members to a safe workplace. Luminary Learning Company will support you in:

  •  The recruiting process of new and returning staff

  • The facilitation of the occupational health + safety and training of your staff on the changes made to work policies, practices, and procedures, due to the COVID-19 pandemic

  • We will ensure records are kept of the training provided, for any future WorkSafe audits that may occur

We provide additional support in reviewing, amending and facilitating:

  • Onboarding materials for new hires

  • Employee counselling and coaching

  • General practices and employee policies

  • Workplace wellness/sick leave policy

  • Zero tolerance/progressive discipline policy

  • Physical distancing policies for employees

  • Sanitation and hygiene policies.

  • Personal protective equipment compliance audits

 
Past pandemic fancy couple in masks
 

Creating Distance While Serving With Heart

Reopening your doors will be a cathartic moment. Your team will have a tremendous sense of purpose and responsibility, as they deliver an illuminated customer experience.

Luminary Learning Company will assist and support you to execute new service practices into your day to day operations such as:

  • Physical distancing and queuing service standards

  • Contactless customer journey mapping

  • Employee to customer coaching and verbiage

  • Assess compliance of health + safety protocols and service practices

  • Secret shopping

As you prepare to restart operations, you may need to adjust your existing occupational health + safety program to make sure you are protecting both workers and customers against COVID-19. Over time, these suggested practices may evolve, based on the latest information from government and public health authorities.

“This is our time to be kind, be calm, and be safe.”

— Dr. Bonnie Henry

 STAND OUT FROM THE CROWD

Learn more about our other professional development services